Complaints
This profile includes complaints for Trustmark Companies's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 43 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/02/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In Nov. my husband will be 75 and I will be 73 **** is not well so i am writing to you from both of us because its happening to us both our Life Insurance premiums are going up which we understand it looks like they are taking money from our policy value until it is depleted we dont want them to do that we want them to send us the forms to fill out so we can send back to trustmark to raise our auto premiums that have been taking out of checking they dont take enough out so we eventually dont lose our policy which soon will happen theres not much left in the value we called them as soon as we noticed what they were doing because several of our friends lost their death insurance because of a situation like this 5 times on we called possibly more but then we started to mark down the names who we spoke to **** would do the talking and i would always give my permission to them to talk about my policy to him also that is a common thing they ask and the dates we called 5/30/24 but didnt ask for the name the girl said we didnt need a form she didnt help us she even said she was putting us on hold and like 20 minutes later came back on the line and said oh youre still there. and that was it with her then on 6/4 ******* said she will put the forms in the mail never received them on 6/10 ******* said oh it takes 2 weeks so if you dont get them call back in a couple days on so we called back on 6/14 talked to ****** said oh you should have got forms ill send them 6/19 Trasha i will send the forms never got them as usual please we need to move fast so our policies dont lapse those policies are to pay for our funeral. w have been making our premium s for a lot of years never even late shame on Trustmark please help us thank you from **** and *********************************
Business Response
Date: 07/16/2024
Attached is the response from Trustmark Insurance Company.
Thank you,
*************;
Customer Answer
Date: 07/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Although I do not believe that the response from them is 100% truthful - I do believe that getting the BBB involved and with your fast response to my case, I was able to get the forms and send them back certified mail. Thank you.
Sincerely,
***** and *************************************Initial Complaint
Date:05/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently cancelled my Trustmark long-term care policy, and was informed by Trustmark that the cancellation would take effect on Feb 3, 2024.Now 3.5 months later, Trustmark is still deducting the policy premium from my company paycheck, and issuing me a personal check for the balance on a monthly cadence.I find this practice to be inexcusable, and potentially fraudulent. I have reached out to Trustmark via email multiple times, but have received no response, and have had no luck getting through to a representative via phone.How is this possibly allowed?Business Response
Date: 05/30/2024
Hello,
Thank you for bringing this to our attention.
After checking with out team, we received a reply from the Policy Owner on 05-21-2024 stating All good, I worked with Payroll at my company to cancel the Trustmark deductions from my paycheck. Additionally, we refunded a premium payment of $79.38 on 05-20-2024, and have totaled 4 refunds to date that have been sent to the Policy Owner.
We apologize for any inconvenience this may have caused. If there is any further action needed by Trustmark, please don't hesitate to contact us.
Thanks,
Customer Answer
Date: 06/07/2024
Complaint: 21727805
I am rejecting this response because: No action was ever taken on the part of Trustmark to resolve the issue (I had to directly request to my place of employment that they remove the Trustmark deduction from my payroll rather than Trustmark handling it on their end sometime in the 3+ months after my policy was 'cancelled'). In addition, there is still a balance owed me due to the fact that the deduction took place up until my 5/17 paycheck.I won't be accepting any response made by Trustmark at this point, as a) they took no action on their end to resolve the issue, b) were content with continuing deductions for 3+ months after cancellation of the policy, and c) refused to conduct any written correspondence, instead attempting to force me into phone calls with no written record left.
I've opened a ticket with the state ************************* to flag this reprehensible business practice, and am fine with the BBB closing this ticket on their end, but again, do not accept Trustmark's response.
Sincerely,
*****************************Business Response
Date: 06/14/2024
Enclosed is a copy of our response letter and premium notifications sent to the employer to cease premiums in February, April, and June. All funds received to date have been returned. In the event we receive another payment, it will be returned as soon as possible.
Thank you,
*****************************
Initial Complaint
Date:04/15/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company, trust ****, sent me a bil for ****** on March 28, 2024. I have no life insurance with this company and I do not have any business relationships with this company. I believe it is a scam, since I do not have any life insurance with any company. I have not signed any document for that company,unless my signature was obtained fraudulently. I have not requested any service from this company.Business Response
Date: 04/17/2024
Our ************** is investigating this matter and will reach out directly to the complainant once we have gathered sufficient facts as to the cause of this issue.Customer Answer
Date: 04/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************Initial Complaint
Date:04/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had $168.70 a month taken out starting Jan 2021 ending in Jan 2024 which makes a total of $6,241.90 by Trustmark. I never signed up for this Life Insurance, and as soon as i found out I contacted Trustmark on Tuesday 3/5/2024 and cancelled this account, and asked for a full refund of the $6,241.90 and was told by ******* that they would look into it and contact me back. I have since received no correspondence back from Trustmark and therefore no refund. I have tried calling them several times only to be put on hold and never communicated with. I am very unhappy with this and would like a full refund given asap.Business Response
Date: 04/08/2024
attachedCustomer Answer
Date: 04/10/2024
Complaint: 21511666
I am rejecting this response because: I never signed up for life insurance. I spoke to my benefits **** and I was told twice they have no idea who this company is. All I know I never signed for it. At this time I was in hospital and recovering from open heart surgery so I did not get a chance to look at my bank account. Once I found it I started contacting my employer and then the company they told me they would look into it and get back to me and they did not. All I got was a bill and the few days after that I got a letter telling me account closed.
I never ever signed up for this.
Sincerely,
*************************Business Response
Date: 04/11/2024
**************** enrolled in a group (through his employer) universal flexible premium life plan, certificate JTZ2HR, fully insured by Trustmark Insurance Company. The certificate was applied for on 10/18/2021 (2.5 years ago) and effective on 11/1/2021. Notice of Thirty Day Right to Examine: You may return this Certificate within thirty days after delivery if You are not satisfied with it for any reason. Trustmark never heard from **************** until 2024. A copy of his redacted application for insurance is attached. Trustmark has nothing further to communicate and our position remains the same.Customer Answer
Date: 04/12/2024
Complaint: 21511666
I am rejecting this response because: I never signed up for this. I dont need life insurance and I would never buy any. I NEVER EVER signed up for this.
Sincerely,
*************************Initial Complaint
Date:03/19/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am no longer in need two ************** Insurance Policy. I reached out to Trustmark, via their website, and requested to have the policy cancelled. They sent me the paperwork; I completed it and emailed it back to them. Their return response was that I had to call a ***** number to cancel the policy. I recompleted the paperwork, per their original instructions and sent it back in. I do not want to call a ***** number and get a high-pressure salesperson to try to get me to keep the policy. I now have made multiple attempts to this company to get the policy cancelled with no response from Trustmark. Yet Trustmark keeps withdrawing funds from my bank account. Which at this point I consider theft. The policies are in the name of ************************* and ***********************Business Response
Date: 04/02/2024
Due to the agreement we have with **************** employer, we are unable to cancel the coverage. **************** employer collects the premium. In order to cancel policies,they require employees contact ************** Solutions at **************.Customer Answer
Date: 04/03/2024
Complaint: 21453664
I am rejecting this response because: This is 100% false as my employer in no way collects the premium's. Trustmark collects the premium's directly from my personal bank account. My employer has nothing to do with this.
Sincerely,
***********************Business Response
Date: 04/22/2024
****************** coverage has been terminated at the end of the month following the receipt of the cancellation documentation on 1/25/24.Customer Answer
Date: 04/23/2024
Complaint: 21453664
I am rejecting this response because:Refunds for February and March were never received. Trustmark made another withdraw on April 16, 2024 for $84.95 on a policy they stated they cancelled.
I would like this complaint to remain open until Trustmark follows through and stops making withdrawals on a policy they stated they cancelled.
Sincerely,
***********************Business Response
Date: 04/25/2024
I am sorry. The delayed second response was my error. I did provide a response Monday morning advising we made an exception and terminated the complainants two policies. The two expected refunds were issued on 4/17/24 and mailed within 2 business day.
The complainant rejected our response again today citing she wanted to make sure she received the refunds and premiums stopped before it is closed.
Another premium payment was taken on 4/16/24. This will be refunded as well and I will respond to the BBB by 5/1/24 confirming this.
Please accept my apologies for my late responses.
Thank you,
********
Customer Answer
Date: 04/25/2024
Complaint: 21453664
I am rejecting this response because:I would like to keep this complaint open until all funds exchanged are received with no further withdrawals from Trustmark.
Sincerely,
***********************Initial Complaint
Date:03/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Trustmark/********* has denied many claims in bad faith, constantly saying that the incorrect diagnosis codes or other things are incorrect, and I have exceeded the deductible required as per agreement. They have taken so long that I have been sent to collections due to their delays for amounts they have not paid to the medical providers. They owe several providers amounts but have not paid them, meanwhile I am in collections which can have a negative effect on my credit. They need to pay the medical providers their balances due, and they need to repair any damage to my credit. They have not been transparent or accurate in my medical claims, and they have mishandled them.Business Response
Date: 03/12/2024
Trustmark has checked our records and are unable to identify ************************* as a Trustmark insured. We believe the complainant may be covered under a plan administered by Luminare Health (formerly known as Trustmark Health ************.), a third-party administrator.
Please direct your inquiry to Luminare Health. Below is their contact information.
Contact Name: *****************************, Senior Regulatory Licensing & Complaints Analyst
Direct Phone: ************
Fax: ************
Email Both: ***************************** and ****************************Initial Complaint
Date:02/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had an *** in May 2023 at the local hospital ( for which I also work and have insurance through). Prior to deciding where I was going to get the procedure I asked the hospital for an estimate. Hospital representative contacted Trustmark and gave me an estimate based on what the Trustmark representative ( ***************) told her. After the *** I got a bill for appr. 5 x the estimated amount. Hospital said they just went by what the insurance company said, so I contacted Trustmark to see if what the hospital claims is correct and asked if I they could verify the content of that conversation. It was determined, that the notes the Trustmark representative wrote were vague / incomplete but it appeared she provided incorrect information, so I asked if they could re-listen to the conversation between their and my hospital's representatives. I was assured that all conversations are recorded so it shouldn't be a problem to look into what was really said and reprocess the claim to reflect that. Afterwards one of their supervisors ( *****) basically admitted that Trustmark provided incomplete information but assured me that they would "honor their word" and readjust my responsibility. It's been several months and Trustmark still hasn't done that. Every time I call I get the same answer: "we are waiting for the claim department to review & reprocess the claim". Even when promised, they are not willing to put anything in writing, nor are they willing to admit anything on the record. In the meanwhile my bill ( for $1,509.41) was sent to collections last October. I am terrified that it will end up affecting my ( and my spouse'a) credit history. I spent ************* on the phone with Trustmark trying to get this issue settled, to no avail. The people who answer calls are always nice but all they end up doing is just leave notes for supervisors ( who are never named nor available to talk) to look into the problem. And then another 30, 60, 90, 120...days go by and nothing happens.Business Response
Date: 02/19/2024
Trustmark has checked our records and are unable to identify ******************************* as a Trustmark insured. We believe the complainant may be covered under a plan administered by Luminare Health (formerly known as Trustmark Health ************.), a third-party administrator.
Please direct your inquiry to Luminare Health. Below is their contact information.
Contact Name: *****************************, Senior Regulatory Licensing & Complaints Analyst
Direct Phone: ************
Fax: ************
Email Both: ***************************** and ****************************Customer Answer
Date: 02/19/2024
Complaint: 21307578
I am rejecting this response because: at the time of the service (May 2023) for which I am disputing the coverage, I was covered under Trustmark ******* Services. It is irrelevant that Trustmark changed its name to Luminare Health as of the beginning of this year. Trustmark health benefits has all my records from 2023, The reference number for (several) phone conversations regarding this matter is: 2300245645
Sincerely,
*******************************Business Response
Date: 02/20/2024
Luminare Health was formerly known as Trustmark Health ************..
Under Trustmark Health *************., it was a Trustmark Life Insurance Company affiliate.
However, now as Luminare Health, it has no affiliation to Trustmark Companies.
Therefore, Trustmark Health *************. nor Trustmark Life Insurance Company has access or retention to member records.
Again, please direct your inquiry to Luminare Health. Below is their contact information.
Contact Name: *****************************, Senior Regulatory Licensing & Complaints Analyst
Direct Phone: ************
Fax: ************
Email Both: ***************************** and ****************************Initial Complaint
Date:02/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I submitted a claim for services and was approved for $370 in November 2023. I waited the ***** business days before I inquired about not receiving a payment yet. In January, I receive an $100 payment and I ask what it is. Multiple representatives have confirmed that my claim was "reprocessed and an additional $100 was distributed". I complain that I haven't even received my original $370 reimbursement yet. Over the next three months, I keep calling and the representatives restate that it will get resolved, but never have any new answers or insights.Business Response
Date: 02/19/2024
Trustmark has checked our records and are unable to identify ********************************* as a Trustmark insured. We believe the complainant may be covered under a plan administered by Luminare Health (formerly known as Trustmark Health ************.), a third-party administrator.
Please direct your inquiry to Luminare Health. Below is their contact information.
Contact Name: *****************************, Senior Regulatory Licensing & Complaints Analyst
Direct Phone: ************
Fax: ************
Email Both: ***************************** and ****************************Initial Complaint
Date:02/14/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The transaction has been in the process since January 26, 2024 I have paid more than $4200 for this policy Trustmark promised to pay benefits if I had an accident and then I was told I was not covered Policy #JGB1VS Claim Reference # CL-****** I have filed an appeal with Trustmark they said could take up to 45 days I just want them to pay the claim they promised to payBusiness Response
Date: 03/08/2024
Attached is a copy of our response.Initial Complaint
Date:02/13/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I pay Trustmark $74.68(bi-weekly) with a total of $149.36 per month which is direct debited from my paycheck for payroll protection. I've been with this company for about 3-4 years. I was injured on 12/14/2023 and my work comp was denied. Trustmark assumed that I was receiving W/K and sent me a check for $773.75 which is 25% of what I should have received. They asked me to provide a denial letter for the other 75% and I submitted that on 01/31/2023. As of today 02/13/2023, I haven't received anything from them. I feel deceived by them but I pay them a total of $180.96 for 3 different policies. Per my contract with them, I should receive $2,500 per month. The amount I pay them is at the bottom of my Check stub listed under "BBS". I cannot pay my bills. I am fostering a one year old ****** child by myself while going through a divorce. I do not need this added stress.Business Response
Date: 02/19/2024
attached
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